Settlement Agent Workspace - Red Banner Error Message After Clicking Closing Link

TABLE OF CONTENTS

• Ensure that the Assigned Settlement Agent is Signing In
• Stale Login Cache
  • Clearing Cache/Cookies from Google Chrome
  • Clearing Cache from Microsoft Edge

Occasionally, a Settlement Agent will click a link in their email to open a closing package and are met with the following error message - "You (user@email.com) are not authorized to access this closing. Please ensure that you are logged in with the correct account or contact your lender to request access."

Ensure that the Assigned Settlement Agent is Signing In

It is important for the Settlement Agent to check if they are actually assigned to the closing they are trying to access. If not, they should reach out to their lender to have the closing reassigned to them. Alternatively, they can also contact the assigned Settlement Agent and request that the closing be shared with them - see Sharing a Closing

Stale Login Cache

Another common reason for this error message is a stale login cache. This means that the browser's cache is not updated, which is preventing the Settlement Agent from accessing their assigned loan. To resolve this, they should clear their browser's cache and then try clicking the link again that was sent to their inbox.

Clearing Cache/Cookies from Google Chrome

1. Open Google Chrome 
2. Access the Menu: Click on the three-dots icon (More menu) located at the top-right corner of the browser window.
3. Select "Clear browsing data": From the dropdown menu, select the option that says "Clear browsing data". 
4. Choose a time range: A new window or tab will appear. At the top, use the menu to select "All time". 
5. Select "Cached images and files": Make sure the checkbox next to "Cached images and files" and “cookies” are selected. You can uncheck browsing history, if you only want to clear the cache and cookies. 
6. Click "Clear data": Click the "Clear data" button to complete the process. 

Clearing Cache from Microsoft Edge

1. Open Microsoft Edge . 
2. Click the three horizontal dots (Menu icon) in the top-right corner of the browser window. 
3. Select Settings from the dropdown menu. 
4. On the left-hand menu, click on Privacy, search, and services. 
5. Scroll down to the "Clear browsing data" section and click the Choose what to clear button. 
6. In the pop-up window, select All time from the "Time range" dropdown menu. 
7. Check the boxes next to “Cached images and files” and “Cookies and other site data”. 
8. Click the Clear now button to complete the process.

⚠️ Note - It's a good practice to close and reopen your browser after clearing the cache to ensure all changes take effect. But not required.

If you continue to experience issues, please reach out to support@blendclose.com for further assistance.